TITLE: THE LEVEL OF STUDENTS SATISFACTION TOWARDS A BUS SERVICE

AT UTHM

INTRODUCTION
Intermediate bus is movement lifeline for student Taman University Residential
College. Unfortunately the student in Taman University is increase in each semester make the
intermediate bus is cannot provide the best service for the students, especially in peak time in
morning when all students want to go classmore then. Is about 1000 students live in Taman
University Residential College half of them is using intermediate bus to go university. This
study discusses these problems and implements solutions. The proposals include a method for
gathering information, a schedule for completing the review, and eligibility.

1.1

Background of the Study

Transportation and property are important in physical and economic development of

towns and cities all over the world. Property and land values tend to increase in areas with
expanding transportation networks, and increase less rapidly in areas without such
improvements. Rapid and continued rise in housing and land prices are expected in cities
with transportation improvements and rapid economic and population growth (Goldberg,
1970). According to Bailey, Mokhtarian, and Littlel (2008), transportation route is part of
distinct development pattern or road network and mostly described by regular street patterns
as an indispensable factor of human existence, development and civilization. The route
network coupled with increased transport investment result in changed levels of accessibility
reflected through Cost Benefit Analysis, savings in travel time, and other benefits. These
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benefits are noticeable in increased catchment areas for services and facilities like shops,
schools, offices, banks, and leisure activities.
The most frustrating part of public transport journeys is the wait between services. This is
especially a problem during off-peak times. Many of the worlds big cities have train services
with frequent services all day (every 10 minutes or better), making public transport attractive
at all times of day, and helping to spread the peak load. That the same problem with my team
study or research at Taman University
The problem at Taman University is the bus always late. That cause the student always late
comes to the class. Beside that when the weekend total bus is reduced, it causing longer wait
times.

1.2

Statement of the Problem

Taman University Hostel is one of the hostels for UTHM students. Its place is 2km

from main campus of UTHM. Currently most student at Taman University Hostel used bus
transportation to main campus of UTHM. The new intake students of Taman Universiti
Residential College are a major user of bus transportation to the main campus. However, the
bus transportation still had many problems occurred due to the design of the busses in the
aspect of appearance, accessibility features, ergonomic, comfort ability, functionality, and
safety. Passenger amenities in buses, such as seats and standing space, are inadequate and
uncomfortable; they are noisy and vibrate. High passenger occupancy, also termed packing
density, results in poor comfort levels inside the bus as quantified by air temperature,
humidity and velocity.

Other problem is the time to send students to college is not the same as in the delivery
schedule set by the top management of bus services. Tables are available are not followed by
a handful of bus drivers. The students had to wait for the bus in long time and their also
frustrating at the bus service. Most drivers are not disciplined. They are not friendly to their
passengers. Sometimes they drive the bus in danger situation, especially at busy roads. It will
leave the bitter memories of the passengers and the problem will be solved immediately.

1.3

Objectives of the Study

In this review, the targets will achieve the following three goals:
1. To analyse the causes bus that not follow the schedule.
2. To investigate the bus driver attitude.
3. To know the performance of bus services.

1.4

Significant of the Study

The important of this study is to identify the satisfaction of students in term of

services and quality of the bus provided in UTHM. Furthermore, this study also will conduct
to determine the problem causes to the lack of public transportation in UTHM. Our research
is based on the problem of bus transportation from the residential college to the UTHM
campus. Our research is focus only for the students of Taman University Residential College,
this is tentatively due to the lot of comments from the student about the bus services of this
residential college. Moreover, the study will conduct briefly on their opinion about the
efficiency, bus schedule and also the comfort provide by bus in their college.
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1.5

Limitation of the Study (Scope)

There are two limitations that need to be acknowledged and investigated regarding the

present study. The first limitation is placed to investigate. Too many places in UTHM can be
investigated however our scope of study just in Taman University Residential College.
The second limitation is the students who use the UTHM public transport. Only 20 students
were selected to answer questionnaire and an interviewed.

1.6

Definition of the Terms

The Level of Students Satisfaction towards a Bus Services in Taman University

Residential College, UniversitiTun Hussein Onn Malaysia. A case study consist students
expectation, students experience, services quality and students satisfaction towards shuttle
service provided by Taman University Residential College.
Bus is the main transport to students, especially for students do not have private
transportation. This is because travel by bus is easy, anytime and have a schedule (Nickerson
1990)
Transport is one of the important aspects of our lives. Transport system in universities is
often used for the purpose facilitate the movement of students from one place to another
place. This is includes buses, vans, cars and other else. (Nickerson 1990)

1.7

Procedure
This survey would be carried out using the following methods.
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1.7.1 Document
This survey will be made by retrieve data from a report that was made before this,
obtain information from the books, documents, journal, etc. A few external sources
of past researchers such as journal are used to be as our reference in the background
of studies. These documents will guide us to the right track on our research.
1.7.2 Observation
The observation will be held in a week in specific location at the Taman Universiti
Residential College. Observation will be made on the bus condition and observe
whether it follow according to the schedule bus trip. The study will also be made by
experience the bus ride to know the exact state of travel. In addition, the study was
undertaken to look at the safety features of the bus and the attitude of bus drivers.
1.7.3 Survey
1.7.3.1 Questionnaire
There are 30 respondents were given the questionnaire about the topic of the
study, which isthe level of students satisfaction towards a bus service at Taman
Universiti Residential College.This questionnaire consists of 10 questions. There are
three types of questions being carried out in the questionnaire, which are multiplechoice type, ranking type and scale type.

2.0

FINDINGS AND DISCUSSION

1.

Based on the research, 30 respondents have been selected to answer the

questionnaire. From the questionnaire that has been distributed, 5 out of 10 questions
have been choosing. The selection of this question is based on the necessary data in
order to complete the target to achieve the objectives that were stated in the proposal
submitted. The main point of the chosen question is based on the performance of bus
services in performance of bus services in terms of quality, efficiency and safety of
bus schedules, the bus that not follow the schedule and the discipline and attitude of
the bus driver.

2.1

ANALYSIS DATA

2.1.1

Results PART A (Background Information)

Results of PART A are in background information. The table below

shows the number of respondents who answered the survey form.

Gender

Frequency

Percentage

Female

20

67%

Male

10

33%

Table1 :AgeRespondent

Figure 1 :PercentageForGender Of Respondent

From the data gathered, we can see the number of respondent who answered the
survey form is in female gender. Based on the data, the percent of respondent who answered
the survey form is 67% are female, and the rest is 33% is male. This means that the
respondent who answered the survey form is more focused on female only.

Year of Study
10%

3%

20%
1st Year
2nd Year
3rd Year
4th Year

80%

Figure2 :Year Of Study

2.1.2

Results PART B

Among the result for the question PART B is:

QUESTION 1
How do you feel to indicate the frequency attitude of a bus driver?

Very bad

Bad

Moderate

Good

Very good

Frequency

Total

20

Percentage (%)

6%

20%

67%

7%

Table 2 :The Frequency Attitude Of A Bus Driver

Attitude of a bus driver

6%
7%
Moderate

20%

Bad
67%

very bad
Good

Figure 3 :The Comment Of Respondent About Attitude Of A Bus Driver

Based on the data, moderate attitude showed the highest percentages of 67%,
followed by the bad attitude 20%, good attitude is 7% and the percentage of very bad attitude
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is 23%. From the data gathered, we can summarize that attitude of bus driver KKTU is more
moderate attitude.
QUESTION 2
Percentage
The Best Attitude

Frequency
(%)

Punctual

11

36

Responsible

30

Honest

17

All above

17

Total

30

100

Table 3: The Best Attitude For Bus Driver

The Best Attitude For Bus Driver

17%

36%

17%

Punctual
Responsible
Honest
All above

30%

Figure4 :PercentageForTheBestAttitudeFor Bus Driver

Refer to the table 3, it is shown percentages for the best attitude for bus driver. Based
on the table, it showed the respondent prefer to choose punctual for the best attitude for bus

driver. The percentages of it are 36%. Followed by responsible is 30%, honest is 17%, and
lastly is all of above collected 17 %.
QUESTION 3

Percentage
The Best Attitude

Frequency
(%)

Bad mood

17

56.7

Happy

Stress

10

33.3

Phobia

10

Total

30

100

Table 4 : Negative Effect Because Of A Bus Driver To The Students

Negative Effect Because Of A Bus

Driver To The Students
10%
33%
Bad Mood
Happy
Stress
Phobia

0%

57%

Figure 5:PercentageNegative Effect Because Of A Bus Driver To The Student

Refer to the figure 5, it is shown percentages of negative effect because of a bus
driver to the students. According to from the data, the respondent feels bad mood is 57 %, it

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followed by the respondent feels stress is 33%, the respondent feels phobia is 7% and nobody
choose happy.
QUESTION 4

Percentage
Percentage,
Ethic's seminar for bus

Frequency

Cumulative
(%)

driver

(%)

YES

27

90

90

NO

10

100

TOTAL

30

100

Table 5 :Ethic's Seminar For Bus Driver

Ethic's seminar for bus driver

No
10%

Yes
90%
Figure 6 :The Suggestion Respondent For The Driver Bus Must Attend Ethics Seminar
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In the figure 6, we summarized about which answer was popular to be selected

among the respondent. And based on the data, it showed that majority of the respondent was
selected answer YES than NO. The percentage an answer YES is 90%, higher than NO,
10%. It proven that they prefer the bus driver attend the ethics seminar.
QUESTION 5

Percentage
The number of required buses

Percentage
Frequency

Cumulative
(%)
(%)

YES

10

33.3

33.3

NO

20

66.7

100

TOTAL

30

100

Table 6 : The Number Of Required Buses

The number of required buses

33%

No
Yes

67%

Figure 7 : The Percentage of the Number of Bus Required in KKTU

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Based on figure 7, we summarized about which answer was popular to be selected

among the respondent. And based on the data, it showed that majority of the respondent was
selected answer YES than NO. The percentage of an answer YES is 67%, higher than NO,
33%.
QUESTION 6

Frequency

Percentage,
(%)

Percentage
Cumulative
(%)

YES

NO

28

93

100

TOTAL

30

100

The bus stop provided in

KKTU is safe

Table 7 :The Bus Stop Provided In KKTU Is Safe

The Bus Stop Provided In KKTU Is Safe

7%

Yes
No

93%

Figure 8: The Opinion Of Respondent For The Bus Stop Provided In KKTU

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Based on the data, the respondent choose yes the highest percentages of 93% .
Balance 7% the respondents choose no for the bus stop provided in KKTU is safe.
QUESTION 7
Quantity of buses

Percentage
Frequency

require in KKTU

(%)

15

50

10

20

12

10

More than 12

20

Total

30

100

Table 8 :Quantity Of Buses Required In KKTU

Quantity of Buses Require in KKTU

10%

20%
50%

8
10
12
>12

20%

Figure 9 :Quantity Of Buses Require In KKTU

Refer to the pie chart, it is shown percentages of quantity of buses require in KKTU.
According to from the data, the respondent prefer of quantity of buses are slightly higher
percentages of 50%, it followed by the respondent choose is 20% for 10 and more than 12
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quantity of bus, and last but not least is 10% for 12 quantity of bus. This mean that, the
majority of students choose the best quantity is 8 of buses in KKTU.
QUESTION 8

Does the bus driver

Percentage
Frequency

follow the schedule

(%)

YES

20

NO

24

80

Total

30

100

Table 8 :Does The Bus Driver Follow The Schedule

Does the Bus Driver Follow The

Schedule
20%

Yes
No

80%

Figure 10 :Does The Bus Driver Follow The Schedule

Based on the pie chart, for the bus driver followed the schedule , the percentages of
the respondent who say NO is higher than the respondent who says YES. The percentage is
80% for NO, and 20% for YES. The reason why many respondents say NO, it is because the

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bus driver not follow the schedule and this situation can effect to the student that come late to
class
QUESTION 9

10

15

20

30

More than 30

minutes

minutes

minutes

minutes

minutes

Frequency

13

10

Percentage

43

17

33

(%)

Table 9 : The approximate time for student to wait the bus

The approximate time for student to

wait the bus
7%
0%

33%

10 minutes

43% 15 minutes
20 minutes
30 minutes

17%

More than 30
minutes

Figure 11: The Approximate Time For Student To Wait The Bus

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Based on the data, it showed 43% of a respondent was agreed that suitable time to
student wait for the bus to class is about 10 minutes, then 33% of a respondent choose 20
minutes to wait the bus, 17% for 30 minutes and only 7% like to wait bus more than
30minutes.
QUESTION 10

The Reaction Of Lecturer If

Forgive

Become A Late Comer Because Of

Asked for

Just

Give a

a reason

ignore

warning

Other

The Bus Not Follow The Schedule

Frequency

14

Percentage (%)

27

46

10

10

Table 10 : The Reaction Of Lecturer If Become A Late Comer Because Of The Bus Not
Follow The Schedule

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The Reaction Of Lecturer If Become A

Late Comer Because Of The Bus Not
Follow The Schedule
7%

10%
27%
Forgive

10%

Asked for a reason

Just ignore
Give a warning
Other

46%

Figure 12 : The Reaction Of Lecturer If Become A Late Comer Because Of The Bus Not
Follow The Schedule
Refer to the pie chart; it is shown percentages ofthe reaction of lecturer if become a
late comer because of the bus not follow the schedule. According to the data, the respondent
about 46% choose the reaction of lecturer if become a late comer is asked for the reason, then
27% respondent agree that lecture is forgive if come late, 10% for just ignore and others, and
only 7% of lecture give a warning to student.

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3.0

CONCLUSIONS
Based on the research, 30 respondents have been selected to answer the

questionnaire. From the questionnaire that has been distributed, 5 out of 10 questions were
multiple-choice questions.

The selection of answers for this question is based on the

necessary data in order to aid the target in achieving the objectives.

Based on the research that has been done, the first objective is to analyze the causes
bus that's not follow the schedule has been achieved. This is because, according to the results
of the research, found that 80% of students said that the bus driver is not follow schedule and
the rest say no. We also asked about the approximate time for student have to wait for the bus
and the majority responded that they had to wait more than 30 minutes. The effect has been
observed when 46% of students answered most of the lecturers are always asking the reason
why they fail to come to class on time. Therefore, it is also causing time for student learning
is affected.
The second objective is to investigate the bus driver attitude has been achieved. According to
the study, it was found that 67% of students admitted that the attitude of a bus driver is
moderate. In addition, 20% of them choose bad, 7% picked very bad and only 6% chose
good. From the study, we also found that 57% of students would feel bad mood, 33% feel
stress and little of them feel phobia. This is proven when we were asking them questions
about the best attitude for a bus driver, and most of them want bus drivers who are punctual.
Accordingly, 90% chose to say that bus drivers should attend an ethic's seminar. Picking a
phrase from Charles de Lint , he said that, Every time you do a good deed you shine the
light a little farther into the dark. And the thing is, when you're gone that light is going to
keep shining on, pushing the shadows back. In bus drivers contacts, they should show a
good example for students because every good deed will be able to serve as an example to the
students.
Finally, final objective is to evaluate the performance of bus services. The study showed that
only half of them agreed that the amount required buses is 8 units and the rest say more than
10 units. According to the survey, 67% stated that the responsible company should provide
more buses for the students. They agree that the number of buses provided by the company
responsible should be added, so the tragedy like late for class does not happen again.

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Finally, we can gather all the data to achieve our objective. We also dont have any problem
to finish our survey and complete the survey at a specified time.

4.0

RECOMENDATION

Based on conclusion we recommend that in the future maybe bus operators can improve:-

1)

The bus driver attitude.

The bus driver must be among the drivers who qualified and have a responsible attitude while
doing the work. The company of bus must always monitor their bus driver attitude during
their driving. The bus driver should have awareness about road safety and should prioritize
passenger safety.To discipline bus drive, we can send them to seminarsorganized by the
police and others.

2)

Bus services condition.

For the condition of bus the bus management needs to more aware of bus condition. They
may appoint an officer to oversee the condition of the bus to be in good condition every
month.The bus management must required to modify the internal state of the bus in because it
was too long in use such as changing seats and installing air conditioning.Many things can be
done to ensure changes in the busses and they can be more attractive, safe and comfortable to
use.

3)

Timetable for each bus to be more efficient.

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The bus management must have workers who can observe the bus drivers as them follow the
bus schedule or not.If the bus drivers did not follow the schedule, the management must give
advice from time to time to give them the motivation and to be more efficient.

REFERENCES

i.

Wahlberg, A.E (2008) Work-Related Road Safety: An Analysis Based on U.K. Bus
Driver Performance.Risk Analysis.

ii.

Mohd Rasid Osman, Rohayu Sarani, Zarir Hafiz Zulkipli, Noor Faradila Paiman,
Wong Shaw Voon (2009) Journal of The Effect of Driver Management System
According to SHE COP in Reducing Speed Violations : Good Driver Management
System.

iii.

Charles de Lint said that Every time you do a good deed you shine the light a little
farther into the dark. And the thing is, when you're gone that light is going to keep
shining on, pushing the shadows back. from
http://www.goodreads.com/quotes/tag/good-deeds.

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A SURVEY ON THE LEVEL OF STUDENTS SATISFACTION TOWARDS A BUS

SERVICE AT UTHM

This questionnaire is intended for research purpose only. Your response to the questions will
kept confidential and will be destroyed after the project is completed. Please answer the all
question and give your best opinion. Thank you very much for your cooperation.
This question have two section. That is Section A and Section B

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Section A (Background Information)

Fill in the blank
i.

Gender: ___________________________

ii.

Faculty:___________________________

iii.

Year of study: _____________________

Section B
Question 1 and 2: Circle the answer below according to the most appropriate rate.

1.

How do you feel to indicate the frequency attitude of a bus driver?

Key:

Very good

Good

Moderate

Bad

Very bad

Question 2 & 3 : Circle the answer.

2.

What is the best attitude for a bus driver?

a) Puntual
b) Responsible
c) Honest
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d) All above

3.

What is the negative effect because of a bus driver to the students?

a) Bad mood
b) Happy
c) Stress
d) Phobia

Question 4 and 5: Circle either yes or no.

4.

Do you think a driver bus must attend ethics seminar?

Yes/No

5.

Dou you think the quantity of buses in KKTU is enough?

Yes/No

6.

In your opinion, do you think the bus stop provided is needed in KKTU by student in
contact of safety?
Yes/No

Question 7: Circle the answer.

7.

In your suggestion, how many of buses require in KKTU?

a) 8
b) 10
c) 12
d) More than 12

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Question 8: Circle either yes or no.

8.

Do you think the bus follow the schedule?

Yes/No

Question 9 and 10: Circle the answer below according to the most appropriate rate.

9.

What is the approximate time for student to wait the bus ?

Key:

10.

10 minutes

15 minutes

20 minutes

30 minutes

More than 30 minutes

What is the reaction of your lecturer if you become a late comer because of the bus
not follow the schedule ?

Key:

Forgive

Asked for a reason

Just ignore

25

Give a warning

Other

26